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Senior TQM Customer Experience S...

3Sixty
Mohandessin, Giza

Senior TQM Customer Experience Specialist

3Sixty
Mohandessin, Giza
Posted 1 month ago
14Applicants for1 open position
  • 14Viewed
  • 0In Consideration
  • 14Not Selected

Job Details

Experience Needed:
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Skills And Tools:

Job Description

Key Responsibilities:

  1. Customer Experience Improvement:
  • Analyze customer feedback, surveys, and complaints to identify trends and areas for improvement.
  • Develop and implement strategies to enhance the customer experience across all touchpoints.
  • Ensure alignment between customer experience initiatives and TQM principles, emphasizing continuous improvement.
  1. Process Optimization:
  • Work with cross-functional teams to optimize customer-related processes, ensuring quality and efficiency.
  • Apply TQM tools such as Six Sigma or Lean to eliminate defects and improve processes.
  1. Quality Standards Implementation:
  • Ensure that customer service teams follow quality guidelines and standard operating procedures.
  • Document control and creating/updating SOPs.
  • Collaborate with the TQM team to conduct regular audits and identify areas where service quality may be lacking.
  1. Training & Development:
  2. Provide staff with training and guidance on customer experience best practices and quality management techniques.
  • Develop customer experience improvement programs and ensure teams are equipped to implement them.
  1. Data Analysis & Reporting:
  • Analyze performance metrics (e.g., customer satisfaction scores, Net Promoter Score) and report findings to senior management.
  • Use data-driven insights to recommend changes to improve service quality.
  1. Continuous Improvement Initiatives:
  • Lead or participate in TQM-driven improvement projects, focusing on enhancing customer satisfaction.
  • Stay updated on industry trends in customer experience and quality management, adapting new techniques to improve the customer journey.

Job Requirements

Skills & Qualifications:

  • 3+ years in a customer experience and/or quality management role.
  • Certifications in TQM, Six Sigma yellow belt, or Lean methodology are a plus
  • Strong understanding of TQM principles (e.g. ISO, FDA standards, Six Sigma).
  • Experience in customer experience management analytical skills with the ability to interpret data and make actionable recommendations.
  • Requires a strong communicator with a diplomatic demeanor. The ideal candidate will have experience fostering positive relationships and collaborating effectively with diverse teams and departments.
  • Familiarity with customer feedback tools, channels and performance metrics (e.g., NPS, CSAT).

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